Q01
Long Text
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Chatbot-to-Agent Handoff CSAT & Experience Survey
Evaluates customer satisfaction and friction points during chatbot-to-human-agent transfers, measuring ease of transition, context retention, agent effectiveness, and reuse intent to guide support escalation optimization.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
22 questions · ~4 min
Q02
Multiple Choice
Where did this support conversation begin?
Q03
Long Text
How easy was the transition from chatbot to human agent?
Q04
Long Text
How effective was the human agent at addressing your issue after the handover?
Q05
Long Text
Overall, how satisfied were you with this entire support experience (chatbot and human agent combined)?
Q06
Long Text
What one change would have most improved the handover experience for you?
Q07
Long Text
In which region do you currently live?
Q08
Long Text
Thank you for your time. Your feedback will directly help improve future chatbot-to-human handover experiences.
Q09
Long Text
Approximately when did this handover occur?
Q10
Long Text
Approximately how long did you wait between the chatbot and the human agent?
Q11
Multiple Choice
Was your issue resolved by the end of the conversation?
Q12
Multiple Choice
Thinking about timing, would you have preferred the handover to happen…
Q13
AI Interview
Based on your survey responses, we'd like to explore your handover experience in a bit more detail. Please share your thoughts openly—there are no right or wrong answers.
Q14
Long Text
What is your age?
Q15
Multiple Choice
How did the transfer to a human agent happen?
Q16
Long Text
To what extent did the human agent appear to have the context of your chatbot conversation (e.g., your issue, steps already taken)?
Q17
Multiple Choice
What, if anything, did you have to repeat to the human agent? (Select all that apply)
Q18
Long Text
How likely are you to use this chatbot again for future support needs?
Q19
Multiple Choice
How do you describe your gender?
Q20
Long Text
How clearly were you informed about what would happen during the transfer (e.g., expected wait, what the agent would know)?
Q21
Long Text
How seamless did the overall handover feel?
Q22
Long Text
Overall, how would you rate the handover from chatbot to human agent?
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.